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This module provides candidates with an understanding of the key concepts, principles, value, and challenges of five ITIL management practices. It offers best-practice guidance at both a strategic and operational level, supports stronger governance, supplier relationships and service performance. It is ideal for organisations that are focused on consistency, trust and continual improvement.

Core Themes

  • Understanding and application of the concepts from five ITIL management practices:
    • Relationship Management
    • Supplier Management,
    • Service Level Management
    • Continual Improvement,
    • Information Security Management
  • Practice success factors
  • The ITIL Four Dimensions
  • The ITIL Capability Model

Benefits

  • Strengthens collaboration and assurance across service management activities
  • Supports effective governance of service management practices
  • Improves relationships across internal and external stakeholders
  • Builds a stronger competitive advantage through a culture of continual improvement
  • Aligns strategic goals with tactical and operational plans to support business success

ITIL Official Qualification Scheme

Learning outcomes

  • The key concepts of the Collaborate, Assure, and Improve (CAI) practices
  • The processes of the CAI practices and learn how to integrate the practices into the organisation's value steam
  • The roles and competencies of the CAI practices and how to position them effectively with the organisation
  • How information and technology support and enable the CAI practices
  • Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
  • Service delivery specialists (e.g., IT Specialist: Operations)
  • Process leads (e.g., Incident Management, Problem Management)

Who should attend

  • Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
  • Service delivery specialists (e.g., IT Specialist: Operations)
  • Process leads (e.g., Incident Management, Problem Management)

Course contents

  1. Introduction to the CAI practices
  2. Relationship management
  3. Supplier management
  4. Service level management
  5. Continual improvement
  6. Information security management

Inclusions

All participants will receive:

  • E-COPY: Comprehensive Course Workbook
    E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.
  • E-COPY of the five Official ITIL 4 Guidance Publications:
    • Relationship Management Practice
    • Supplier Management Practice
    • Service Level Management Practice
    • Continual Improvement Practice
    • Information Security Management Practice
  • Practice Examinations
  • ITIL Collaborate, Assure and Improve Certificate Exam Voucher
  • Post Course Support